An Internship Report

On

Customer Satisfaction on Flat Owners of Space Design & Development Limited (SDDL)

Refat Sultana
ID No: PG-02-21-09-028 Major in Marketing Department of Business Administration MBA

Date of Submission: 25 August, 2011

An Internship Report
on

Customer Satisfaction on Flat Owner of Space Design & Development [Pvt] Limited(SDDL)

Supervised By: Raihanul Islam

Lecturer in Marketing Department of Business Administration State University Bangladesh

Prepared By: Refat Sultana

ID NO: PG-02-21-09-028 Major in Marketing MBA State University Bangladesh

Date of Submission: 25 August, 2011

Student Declaration

I, Refat Sultana, hereby declare that the presented report of internship titled Customer Satisfaction on Flat owner of Space Design & Development[Pvt] Limited: is uniquely prepared by me after completion of three months work in Space design & Development.

My original work is submitted to State University,Bangladesh, and no part of the report has been submitted for any other degree, or fellowship & the work has not been published in any journal or magazine.

---------------------------Refat Sultana ID: PG-02-21-09-028 Major in Marketing Department of Business Administration State University, Bangladesh

Supervisor Declaration

This is to certify that the title of internship report is Customer Satisfaction on Flat Owners: This report is submitted in partial fulfillment of requirement for the degree of MBA program of State University Bangladesh.

She is Refat Sultana, ID: PG-02-21-09-028 was my under supervision & guidance & no part of this report has been submitted for the part of other degree, diploma or fellowship & the work has not published is any paper, journal or magazine.

-------------------------------

MD.Raihanul Islam
Supervisor Lecturer in Marketing Department of Business Administration State University, Bangladesh

Letter of Transmittal
16th August 2011 Md. Raihanul Islam Supervisor Lecturer in Marketing Department of Business Administration State University, Bangladesh

Subject: Submission of internship report titled Customer Satisfaction on Flat Owners of Space Design & Development [Pvt] Limited

Dear Sir, I would like to submit my internship report on Customer Satisfaction on Flat Owners of Space Design & Development [Pvt] Limited. I have collected required information as much possible from the management of Space Design & Development Ltd. to complete the report. As I work in this real estate company, it was a worthwhile experience for me to prepare the report and learning more about the industry. I believe that the internship program has enriched both my knowledge & experience. If you have further queries regarding the report, please let me know.

Thanking You Sincerely Yours -------------------Refat Sultana ID: PG-02-21-09-028 Major in Marketing Department of Business Administration (MBA) State University Bangladesh

Acknowledgement
First, all praises go to the Almighty Allah, the most gracious, the most merciful, the most kind & generous to man & his action. This internship report is on Customer Satisfaction of Flat Owners of Space Design & Development [Pvt] Limited. For preparing this report Im grateful to my organizations supervisor Mirza MD.Naimul Islam, Director Marketing. He helped me a lot though the time of work by giving his guidance time to time. I would like to convey my sincere gratitude to my university supervisor MD. Raihanul Islam, Lecturer, Department of Business Administration, State University, Bangladesh. Without his guidance & assistance the report would not have been completed. Finally, my deep gratitude goes in favor of my university for getting library, lab facilities & my teachers to enrich my knowledge, which helps me in different stages to complete this report.

---------------------Refat Sultana Major in Marketing ID: PG-02-21-09-028 Department of Business Administration State University Bangladesh

Abbreviations

SDDL REHAB BNBC NRB MOL DCCI DITF RAJUK CEO HRM PS

Space Design & Development[Pvt] Ltd Real Estate & Housing Association Bangladesh Bangladesh National Building Code. Non Residence Bangladesh Ministry Of Flat Dhaka Chamber Of Commerce & Industries Dhaka International Trade Fair Rajdhani Unnayan Kortripokha Chief Executive Officer Human Resource Management Payment Schedule

Table of Contents
Chapter Name Chapter One 1.1 1.2 1.3 1.4 1.5 1.6 Chapter Two 2.1 2.2 2.3 2.4 2.5 2.6 2.9 2.10 Topic Executive Summary Introduction Introduction Scope of the study Objectives of the study Methodology Rationale of the study Limitations Profile of the company Introduction of SDDL Mission & vision of SDDL Objectives of the Company Business Philosophy The Organizational Structure Departments of the company SDDLs Project SDDLs Upcoming Project 12 12 Page No. i 1-4

Chapter Four 4.1

Findings & Analysis

15-31

Major findings about the satisfaction on Flat owners of SDDL

15

4.2 Chapter Five

Finds your questionnaire survey Conclusion & Recommendations

15 32-33

5.1 5.2

Conclusion Recommendation Reference Appendix

32 33 ii iii

Executive Summary
In Bangladesh, the real estate business started in 1964. Ispahani Group was the pioneer in this sector. During 1970s there were fewer than five companies in Bangladesh engaged in this business. But now this industry is booming in major cities of Bangladesh. SDDL started its journey in 1995. SDDL is one of the well reputed real estate companies in building & development sector of Bangladesh. Pressures of urbanization in this country is compounding day by day. SDDL has embarked upon a mission to provide service at an economic cost & progress in diversity & continue to the growth of real estate sector in Bangladesh by being the real estate market challenger. Being in a competitive industry SDDL want to keep its customer satisfied by providing quality service and quality flats. Customer satisfaction is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element. The flat owners SDDL viewed various aspects of service & quality assurance of their flats while answering questions. Majority of the customers of SDDL expressed satisfaction by the service delivery and flat quality of SDDL. All customers are sensitive in the aspect of Quality material & design and in deadline of delivery issue. There should not be any compromise with the quality of materials used to build a apartment building. Although there are hurdles to keep the everything up to the mark by the company, but its effective management and efficient work force always trying to give the best output to the customers.

Chapter One INTRODUCTION

1.1 Introduction:
Internship program is essential for all MBA (Regular) students, because it helps one to acquit with real life situation. The real estate sectors play a significant role in solving the housing crisis in Dhaka city, so I have selected Space Design & Development which is one of the leading companies in our country. For completing my MBA degree Internship Report is one of the parts at the final semester of the Department of Business Administration, State University of Bangladesh. This is a study on Customer Satisfaction on Flat Owners of Space Design: It was a chance for me to learn about the management and how to satisfying the customers.

1.2 Scope of the study

This report will give us a clear picture about the customer satisfaction in general & specially the activities of Space Design & Development [Pvt] Limited. The scope of the study is limited to organizational set up, functions, & performance. The scope of this study is

Maintaining a good relation between employees & management. Improving an effective work station design. Effective marketing layout designing. Efficient handling of employees. Handling & setting the employees according to their work. Maintaining the link in effective manner.

1.3

Objectives of the study

The objective of the study is to find out the consumer attitudes towards Space Design & Development [Pvt] Limited Especially the objectives of the study were as follows: To identify the consumers choices. To understand the problems of the customers during the Flat booking. To analyzed marketing strategies for customer satisfaction of Space Design & Development [Pvt] Limited To understand the problems of the customers to maintain the payment schedule. To know how the company ensures the committed services to the customers.

1.4 Methodology
The methodology describes the procedures to organize the scattered ideas & views to conduct a study. Proper working procedure helps to capture the right things during study periods & finally fulfills the objective of the study. Generally a method involves a technique in which various stages of collecting data or

information are interpreted. So, adoption of methodology is an important step in performing any study. In this study a methodology is followed for the achievement & successful accomplishment of the dissertation work. Relevant data from reliable sources have used while preparing the report. Both primary & secondary data have used where necessary.

Primary sources of data

Face to Face convention with Flat owners of Space Design & Development. Interview with the customers with questionnaire survey.

Secondary sources of data

Prospects of Space Design & Development [Pvt] Limited Different papers of Space Design & Development [Pvt] Limited Un- published data Different text book Internet Different manuals of Space Design & Development Different circulars of Space Design & Development

Data collection

Source

Secondary Data

3 Months Direct Observation on SDDL Questionnaire Survey

Prospects SDDL

Official website

Dissociations with the officers

Figure: Data Collection Method

1.5 Rationale of the study

Internship program is essential for every student, especially for the student of Business Administration, which helps them to know the real life situation. For this reason a student takes the internship program at the last stage of the degree, to launch a career with some practical experience. The internship program is very helpful to bridge the gap between the theoretical knowledge & real life experience as part of Bachelor of MBA (Regular) program. This internship report has been designed to have a practical experience though the theoretical understanding.

1.6 Limitations
The present study was not out of limitations. But it was a great opportunity for me to know activities of real estate business. Some constraints are appended bellow: Every organization has their own secrecy that is not relevant to others. Most flat owners were too busy to provide me much time for interview. Load at the work place was also a barrier to prepare the report. Another limitation was that the data gathered could not be verified for accuracy.

Chapter Two Profile of the Organization

2.1 Introduction
SDDL came into existence to practice the thoughts & exercises of architecture & design that was schooled in Bangladesh university of Engineering Technology during the 19952001. SDDL represents an association of some professionals who feel comfortable in slow & steady proceedings towards a distinguished aim.

The association was primarily formed in the student years back to the previously mentioned period. Through time each members of the association get involved in different responsibilities in different organizations of the architectural sectors of the country with an aim to get oriented to the professional climate of the subject. Along side they maintain a continuous private practice & exercises to uplift the individual level of their own. The accomplished number of works by the members of the association is little, but they posses a high level of professional & artistic standard, which is a principal aim of the group. It is primarily an architectural association that is supported by a group of experienced execution team.

The architects, engineers, administrative and other staff are rich with experiences of design & executing some of the buildings & interior projects of considerable challenge.

SDD is well equipped with a manufacturing team. The team is capable of constructing moderate size building as well as producing almost all types of house furniture, office furniture and knock down furniture.

SDD has entered into professional practice in 2000. Though it may seem that SDD is just a novice in the business, the personnel involved in the management and execution of the task is all well experienced. Most of them have worked with different companies, for some years prior to forming the team of SDD.

2.2 Mission & vision of SDDL

SDDLs mission is both broad and focused. It builds on its vision and translates the essence of that vision into projects that respond to board category of needs. Each of SDDLs activities however is characterized by the same commitment to comfort and convenience. The mission of Space Design & Development is to provide service at an economic cost & progress in diversity & continue to the growth of real estate sector in Bangladesh by being the real estate market challenger. The vision of Space Design & Development is to offer unparallel service to create customer delight & enhance real estate business. Their vision is to achieve excellence & different sense of modern living style.

2.3 Objectives of the Company

To reach the goals of organization in individual aspects & the company as a whole. Efficiency of the work force by employing their skills & abilities. Providing employees with proper standards of job satisfaction. Providing the organization with well trained & well motivated employees. Communicate the policies to all employees of Human Resource Management issue. The objective is to have a clear knowledge of planning, organization, leading & Controlling aspects of Space Design & Development.

2.4 Business Philosophy

Profit Maximization Cost Minimization Companys Wealth Maximization Create customer value & satisfaction

2.4 Execution Team:

SDDLs projects are brought into reality by a skilled execution team. There are adequate number of supervisors, and technicians in the team to handle nearly any kind of construction works. The team is well known for its quality and speed of work. LIST OF DIRECTORS

y y y y

BIBHUTI RONJON TALUKDAR RANAJIT KUMAR BASU MOUNG A. MOGH Mirza Naimul Islam ADMINISTRATION

Chairman Managing Director Director Executive Director

BIBHUTI RONJON TALUKDAR RANAJIT KUMAR BASU MOUNG A. MOGH Mirza Naimul Islam Legal Advisor

Chairman Managing Director Director Executive Director

Advocate. Md.Altaf Hossen. (Bangladesh Supreme Court.)

MARKETING 1. Mirza Md. Naimul Islam 2. Refat Sultana 3. Mehedi Hasan 4. Imran Ahamed FINANCE 1. Saiful Islam 2. Abdullah Al Faruk Asst. Manager (Accounts) Accounts Executive Director Marketing Sr. Executive Executive Executive

Purchase
1. Md Maruf Hossan Asst. Manager

2. Samir Biswas

Executive

Logistic
1. Rafsan Kabir 2. Khondokar Shah Alam Sr. Executive Executive

Front Desk
1. Punam Rani Choubay Front desk officer

Driver
1. Md. Hannan Mia 2. Mr. Hafizur Rahman OTHER 1. Md. Liton Biswas 2. Md. Bilal Hossain 3. Sujoy kumer Mozumder 4.Chytanno Biswas Office Assistant Office Assistant Office Assistant Security

ENGINEERING SECTION 1. Ranajit Kumar Basu 2. Mohiuddinn Shikder ( Manju ) 3 . Md. Altaf Hossain 4 Jiarat Ali Bhuiyan 5. Md.AlSDDLir Hossain 6. Md.Masud Parvez 8. Habibur Rahman 9. Atish Basu 10. Alok Chandra Hawladar 11. Mohammed Jahangir Alam Structural engineer (FIEB/F 7580) Structural engineer (MIEBM / 16988) Deputy Project Engineer Project Engineer Project Engineer Project Engineer Asst. Engineer Site Engineer Site Engineer Site Engineer

12. Ashim Kumar Bashak

Site Engineer

DESIGN SECTION

Architectural 1. Moung A Mogh 2. Ashik Vashkar 3. Doulatun Nesa 4. Sharmin Nahar 5. Yesmin Akther Cad Section 1. 2. 3. Cad Operator (Structural) Cad Operator (Structural) Cad Operator Chief .Architect (B.ARCH (BUET) CMIAB: 049) Architect Asst. Architect Jr. Architect Jr. Architect

Electrical 1. Golam Md.Mohiuddin Electrical Engineer

Plumbing and Sanitation 1. Md. Shahjahan Plumbing Engineer

Departments of the company:

In Space Design & Development, Corporate Branch contains 7 major departments. The name of those departments & activities are given below:

Reception Desk Marketing & Sales Department Administration & Business Department Documentation & Recovery Finance & Accounts Department Procurement Department Human Resources Management (HRM) Design Department

Reception Desk:
The main task at the reception desk is maintaining the inward & outward register, office management, & telephone receiving. They also maintain a daily recall file which is known as the Central Recall System.

Marketing & Sales Department: SDDL has a very rich marketing department. A
strong sales team & aggressive marketing campaign has bought tremendous sales growth along with a handsome market share.

Finance & Accounts Department:

Final checking of Bank reconciliation. Checking of Bank Debtor order voucher. Checking the company financial accounts. Give clearance for surrender. Give clearance for registration.

Procurement Department
Material Purchase Deals with suppliers

Documentation & Recovery

If any customer fails to pay the due in schedule time then this department arranges time extension letter & gives the time extension approval. For business the client is not able to take deed in this case the officers of this department communicate with the client to take the deed by this time officers make a rough copy of the deed. If any change his/her payment schedule or change the flat then this department arranges all procedure. This department also make note sheet for registration when a client pay all the dues with registration fees. Payment Recovery on time

2.7 Features of every projects of Space Design & Development)

The project of Space Design & Development are approved by RAJUK. The project has natural greeneries. The location have eco-friendly environment. The administrative office & CCTV surveillance facility inside the project. Electricity, gas & water connection are available in site as committed. Telephone & internet service are connected in the project. Flat is delivered according to the promised offered. Registration is properly after full payment.

2.9 Space Design & Development [Pvt] Limited Project:

Name SDD Mirza Regency SDD Selinas Dream SDD Shanchita SDD Parents Dream SDD Rose Garden SDD Shaheda Lodge SDD Sonergaon SDD Alamin SDD Aumia Regency SDD Khair Palace SDD Firoza Garden SDD Asia Tower Size 1183 sft 1425 sft 1451sft, 1546 sft 1438 sft,1406 sft, 1364 sft,1370 sft, 1183 sft. 1306 sft, 1183sft 1273sft, 1266 sft 1069 sft, 1136 sft 1352sft 1183 sft 1030 sft 860 sft 1231 sft Location Baitul Aman Housing Dhaka. Mohakhali, Dhaka. West Dhanmondi, Dhaka. West Dhanmondi, Dhaka. Tejkunipara, Tejgaon, Dhaka Kathalbagan, Dhaka Kathalbagan, Dhaka Badda, Dhaka Uttara, Dhaka Shahalibugh, Mirpur,Dhaka Paikepara, Dhaka Jatrabari, Dhaka

2.10 Space Design & Development [Pvt] Limited Upcoming Projects:

Name Dhaka South 1 SDD Razia Palace SDD Probash SDD Shopno Bilash Size 4000 sft Location Dhanmondi, Dhaka Pallabi, Dhaka Goran, Dhaka

Chapter Four FINDINGS & ANALYSIS

4.1 Major Findings about the satisfaction on Flat owners of SDDL:

During my internship I attend many customers over the place & phone & try to give them support. In the mean time the customer talk about their problem regarding their payment, confidentiality & many more. These are as follows: The business man face problem in paying the installment in due time because of their time constraint in their business hours. They find it difficult to attend the office & pay the installment. The Government officers want their payment information to be kept confidential. If this information is disclosed, they face many legal problem. In the final deed the problem arises when the client wants to register the Flat to one of his kith & kin. Most of the customer wants to know the sure date on which the Flat will be handed over to them. They feel unsecured about the possession until they get it.

4.2 Findings from questionnaire survey:

Gender

Gender
20% Male Female 80%

Figure: Gender Source: Field work In this statement 80% people is male person & only 20% is female. Age.

Age
10% 20% 30 to 34 35 to 39 40 to 44 45 to above 49

20%

50%

Figure: Age Source: Field work

From the above pie chart we can see that 50% customers age is 35 to 39 because in this time people is looking a nice location to live with his family. In this statement 10% customer age is 30 to 34. Marital status

Marital Status

30% Married Single

70%

Figure: Marital status Source: Field work From the above pie chart we can see that 70% people is married. Only 30% people are single.

Profession.

Profession

40%

40%

Private Service Holder Govt. Service Holder Business

20%

Figure: Profession Source: Field work In this statement 40% people is private service service holder & 40% people is Govt. service holder. Only 20% is business man. Education level.

Education
2%

18% S.S.S H.S.C Graduate 60% 20% Post Graduate

Figure: Education level Source: Field work Here we see that 60% people is complete post graduate.2% people complete S.S.C level, 18% people complete H.S.C & 20% people complete graduate level.

Number of Installments.

Installments

20%

18% 12 Installments 24 Installments 36 Installments 22% 48 Installments

40%

Figure Number if installments

Source: Field work In this statement 20% people are want 48 installment and 40% want 36 because they want more time to pay the total amount. Only 18% people want 12 installments because they think it is enough time to pay the total amount of money.

Phase of your Flat

Phase of your flat

30% 40% North Phase South Phase General Phase

30%

Figure: Phase of your Flat Source: Field work Here we will see that 40% people want north phase flat because they think north phase is very suitable. On the other hand 30% people want general phase flat.

Location of the Flat.

Location of the Flat

20% 30% Gulshan Dhanmondi 10% Uttara Mirpur

40%

Figure: Location of the Flat Source: Field work From the pie chart we can see 40% people like Dhanmondi location because this location is very suitable for live. The location is on the heart of the city. Only 10% people are agree Uttara & Other 20% are agreeing Mirpur location.

Hand over time after full payment

Hand over time after full payment

20%

6 Months 50% 1 Year More than 1 Year 30%

Figure: Hand over time after full payment Source: Field work In this statements 50% people want 6 months hand over time after full payment because they want their flat quickly. On the other side 20% people want more than 1 year hand over time.

The project of SDDL is approved by RAJUK.

The project of Amin Mohammad Group is approved by RAJUK

1% 8% 20% Strongly Agree Agree Neautral Disagree Strongly disagree 70% 1%

Figure The project of SDDLis approved by RAJUK. Source: Field work From the above pie chart 70% people are agreed for the project of SDDL are approved by RAJUL. They agree because they know if the projects are not approved by RAJUK in future they fall in problem.1% people are strongly disagree & 8% people are neutral because they have no comments.

Your Flat near to Mosque, Graveyard, & Temple.

Your Flat near to Mosque, Graveyard, & Temple.

30% 40%

Strongly Agree Agree Neutrual Disagree

10% 10% 10%

Strongly Disagree

Figure: Your project provides Mosque, Graveyard, & Temple. Source: Field work Here 40% people are strongly agreed because Dhaka city is a city of mosque. Everyone wants Mosque, Temple, Graveyard to be near to their flat location. 30% people also agree with this statement & 10% people are neutral about this statement.

School, College, & University are near to the project.

School, College, & University are near to the project

10% 10% 40% 10% Strongly Agree Agree Neutrual Disagree Strongly Disagree 30%

Figure: School, College, & University are included in the project. Source: Field work Here, 40% people are strongly agreed because everyone has children they want that their children are properly educated. Families will not have to walk very far to cross any major road to take their children to school. So they are want school, college & universities are included in the location. 30% people are also agreed in this statement. 10% people are neutral about this statement.

Shopping center, community center near from your project.

Shopping center, community center near from your project

10% 10% 40% 10% Strongly Agree Agree Neutrual Disagree Strongly Disagree 30%

Figure: Shopping center, community center is included in your project. Source: Field work In this statement 40% people are strongly agree because in current scenario of Dhaka city there are numbers of shopping centers and community centers around. Here 30% people are also agree with this statement. 10% people disagree because they think that they do not have shopping center &communality center near to their location.

Commercial bank & Hospital are located near to your location.

Commercial bank & Hospital are located near to your location

10% 10% 40% 10% Strongly Agree Agree Neutrual Disagree Strongly Disagree 20%

Figure: Commercial bank & Hospital are located near to your location. Source: Field work Here 40% people are strongly agreed because if anybody is ill then he/she is needs immediately admitted to the hospital, but if hospital is so far then he/she fall into danger. In this reason they want hospital are beside the location. In this statement 20% people are agree with this statement. 10% people are strongly disagreed & 10% people are neutral.

The flat is designed by professional architects

The flat is designed by professional architects

10% 10% 40% Strongly Agree Agree Neutrual 20% Disagree Strongly Disagree

20%

Figure: The location of your flat is designed by professional city planners, architects & environmentalists. Source: Field work Here 40% people are strongly agreed because design plays a vital role of any apartment building. Everyone wants that my project is designed by famous architects, planner. In this statement 20% people are agreed with this statement. 10% people are strongly disagreed because they are not interested with this statement.

Your apartment holds strong administration & security facilities.

Your apartment holds strong administration & security facilities

10% 10% Strongly Agree Agree 10% 50% Neutral Disagree Strongly disgree 20%

Figure: Your apartment strong administration & security facilities. Source: Field work In this statement 50% people are strongly agreed because everyone wants strong security facilities for in current law and order situation. SDDL believes safety will be ensured though 24hrs closed circuit surveillance system. SDDL apartments has strong security & administration system. Here 20% people are agreed with this statements.10% people are strongly disagreeing & 10% people are neutral.

Electricity, gas & water connection are available on site as committed.

Electricity, gas & water connection are available on site as committed.

2% 2% 2%

Strongly Agree Agree 34% 60% Neutral Disagree Strongly disgree

Figure: Electricity, gas & water connection are available on site as committed. Source: Field work In this statement 60% people strongly agree because people live in Dhaka city are facing gas, water & electricity crisis are but SDDL apartments has theses facilities. If gas, water, & electricity are not available in the location then there is a big problem. 34% people are agreed with this statement because SDDL provided gas, water, & electricity on location as committed. 2% people are neutral because they have no comments.

Flat is delivered according to the promised offered

Flat is delivered according to the promised offered

0% 10% 10% 50% 30% Strongly Agree Agree Neutral Disagree Strongly disgree

Figure: Flat is delivered according to the promised offered. Source: Field work In this statement 50% people are strongly agree because the most of the clients visit SDDL project. They see SDDL Flats are delivered according to the offered. Here 30% people are also agreed with this statement. 10% people are strongly disagreed because they faced delay. Here 10% people are neutral.

The projects design attracts you.

The project s design attracts you

0% 4% 8% 8% Strongly Agree Agree Neutral Disagree Strongly disgree 80%

Figure: The projects design attracts you. Source: Field work Here 80% people are strongly agree because they observe the design of SDDL. SDDL design is completely different from others. They found that SDDL location is more attractive.8% people are agreed with this statement because they see SDDLs location design. 8% people are neutral because they have no comments.

SDDL always tries to provide better services to its customers.

SDDL always tries to provide better services to its customers

10% 10% 10% 10% 60% Strongly Agree Agree Neutral Disagree Strongly disgree

Figure: SDDL always tries to provide better services to its customers. Source: Field work Here 60% people are strongly agreed because they know the reputation of SDDL. SDDL always tries to provide customers wants, needs & demands. In this statement 10% people are also agreed with this statement. Here 10% people are disagreed & 10% are neutral.

Chapter Five CONCLUSION & RECOMENDATIONS

5.1 Conclusion:
In our country there is a not adequate Flat for peoples livings. Peoples are very interested to get a nice apartment that meets their housing problem. Space Design & Development [Pvt] Limited is one of the renowned real estate companies in Bangladesh. The company provides complete housing solution to the people. Space Design & Development [Pvt] Limited also contributes in our national economy. Main goal of Space Design & Development [Pvt] Limited is to provide better services to the customers. SDDL has been faced internal problem which is faced by almost every real estate company. At first, it is very difficult to find out a vast area of blank space in Dhaka city. Beside this Government & non government organizations always creates political forces. Local terrors often harassed company for donation. At last, Space Design & Development [Pvt] Limited doing its business successfully in our country. It provides its services as per its commitment & improves the business continuously.

5.2 Recommendations:
As per earnest observation some suggestion for the improvement of the situation are given below:

To attract more customer SDDLhas to create a new marketing strategy which will be able to increase their business as it could improve revenue. The officers of SDDLCorporate Branch think that long term training is required for company officers for the betterment of the service. Computer training is must today to improve the individual as well as company performance. Maximum customers are expect the responsible price, so carefully the price should be established in per flat. All modern facilities are equal distribution in all class of people. To provide financial assistance like Desa, Tista, Wasa, T&T to be strengthened & for getting connection of utilities promptly the procedural bottleneck should be removed. Improve office atmosphere to give customers friendly feeling. Provide intimate attention to customer needs. Customer convenience will receive priority. Customer database should be more organized. Have to more aware about customers right.

Reference
Books
Kotler P. Keller K. Lane, Marketing Management, 12th Edition, Ptentice Hall, India, 2006, Page no :( 138, 534-603, 632-695.) Kotler P. Principles of Marketing, 10th Edition, Pearson education pte. Ltd. Indian, 2004. Page no:(69, 274, 275 & 565.) Chopra S. Supply Chain Management, 2nd Edition. Pearson education, India, 2003. Page no :( 8, 49, 50, 53, & 71.)

Internet
http:// www.SDDLbd.com at 11.00am to 12.30pm on 10.05.2011 http:// www.realestate.com at 3.30pm to 6.45pm on 17.05.2011 http:// www.worldrealestste.com at 2.00pm to 4.00pm on 09.05.2011

Documents
Prospects of Space Design & Development [Pvt] Limited Different manuals of Space Design & Development [Pvt] Limited Different circulars of Space Design & Development [Pvt] Limited

Questionnaire
Customer Satisfaction on flat Owner

Dear Sir or Madam: This is a questionnaire from State University Bangladesh to collect data on customer satisfaction of Space Design & Development [pvt] Ltd. This survey is designed to look at the various needs of the customer & its level of fulfillment. The survey will take about 8 to 10 minutes to8 complete. There is no right or wrong answer. Particular in this survey is completely voluntary. To ensure that your responses are strictly confidential, please dont identify yourself anywhere in the survey. Please try to complete all the questions. Your individual response will be combined with those of other respondent & only aggregated data will be reported. Thank for taking the time to share your valuable opinion. I would like to know whether you Strongly Agree (SA) = 5, Agree (A) = 4, Neutral (N)= 3, Disagree (D)= 2, Strongly Disagree (SD)= 1, with each statement. Please circle (0) the number that response your opinion most correctly.

Demographic Information:

1) Gender Male Female

2) Age 30 to 34 35 to 39 40 to 44 45 to above 49

3) Marital status Married 4) Professions Private service holder Govt. Service holder Business single

5) Education level S.S.C H.S.C Graduate Post graduate

6) Number of Installments 12 installment 24 installment 36 installment 48 installment

7)

Phase of Flat of your Flat North Phase flat South Phase flat General Phase flat

8) Location of the Flat Gulshan Dhanmondi Utarra Mirpur

9) Hand over time after full payment 6 months 1 year More than 1 year

Questionnaires:
Content 10. The projects of SDDL are approved by RAJUK. 11. School, College, & University are included in the project. 12.. Shopping center, community center are included in your project. 13. Commercial bank & Hospital are located near to your project. 14. The flat is designed by professional architects 15. Your project holds strong administration & security facilities. 16. Electricity, gas & water connection are available on site as committed. 17. Flat is delivered according to the promised offering.

SA A
5 5 5 4 4 4

N
3 3 3

D
2 2 2

SD
1 1 1

5 5

4 4

3 3

2 2

1 1

4 4 4

3 3 3

2 2 2

1 1 1

18. The projects design attracts you. 5 19. SDDL always tries to provide better service for its 5 customer.